Autotask PSA Erfahrungen

The Inside Scoop on Autotask PSA

Kommentare: While Autotask PSA isn't perfect, it has definitely improved the way we manage our projects and services. The centralization of data, scheduling, resource management, and integration capabilities are all great features that have made our lives easier. However, it's important to be prepared for the software's complexity and occasional performance hiccups. If you can navigate these challenges, Autotask PSA can be a valuable tool for managing your professional services.

Vorteile:

I've been using Autotask PSA for some time now, and I must admit that it has made a difference in how we manage our projects and services. One of the things I appreciate the most is the centralization of all our data in one place. It has made it much easier to track and manage our projects, resources, and clients. The scheduling and resource management features have been a game-changer, helping us allocate the right resources to the right tasks and projects. I also love the integration with other software we use, like our CRM and accounting tools. It has simplified our workflows and made everything more seamless.

Nachteile:

Despite the benefits, Autotask PSA does have a few downsides. The first thing that comes to mind is the complexity of the software. It took me quite a bit of time to get comfortable with all the features and options. I wish they had more straightforward tutorials or help guides to make it easier for new users. Another issue I've encountered is the occasional slow performance, especially when generating reports or loading large amounts of data. It can be a bit frustrating when you're trying to get work done quickly.

Still a good product post acquisition

Kommentare: Autotask is great, billing processes and automation are top notch, it is a very mature platform.

Vorteile:

We're able to leverage heavily ticket automation in autotask resulting in a very high revenue per technical employee. Feature rich, integration rich.

Nachteile:

Reporting is so crappy it's barely usable, much of what we use is either basic dashboard level reporting (which is good) or built outside of autotask.

Bad tool, not user friendly

Kommentare: It is a tool that includes many features (sales, ticketting, billing, tracking, inventory management, time management...) but does not do any good.
Everything is heavy and complicated to use, requires many clicks and choose categories in several fields.
There are many visual and textual elements that pollute the display because they are useless.
Outlook integration is bad.
I strongly advise against this product.

Vorteile:

Includes several features Web version

Nachteile:

Not intuitive Not ergonomic Not simple, complex and heavy on a daily basis Unclear display Smartphone app even worse than the web version Not user friendly etc, etc

Autotask PSA is an ERP for MSPs

Kommentare: Overall, we could not run our business without it. We use it for many of the functions that run our business. Everything from contract management, time tracking, tickets and even time off requests. It has integrations with many products that enhance the capabilities and improve our operations.

Vorteile:

Autotask is at the core of business. We use it for client tickets, scheduling and billing. It integrates quoting opportunities, project management and financials that feed integrations so we can track KPIs for our techs.

Nachteile:

In our experience, the project management and CRM modules are not great. We use the project management module because its more convenient then using a 3rd party product but its not great. We don't use the CRM because it isn't as good as other products in tracking sales leads and opportunities.

Business management made easy

Kommentare: Using PSA for capture issues within our IT business and simply bill time makes for much less overhead time spent.

Vorteile:

Easily record issues within tickets and allocate time to bill within one page.

Nachteile:

Layout or UI could use an update, which I believe is on the way. we make do with the reports but using the custom reports can be difficult.

Feature rich - alway improving

Kommentare: Autotask has been a great product. We have been extremely pleased to see how the Kaseya purchase has positively impacted the product. We continue to see feature rich updates and improvements in the product that make use easier. We are excited about our future and continue to use his platform.

Vorteile:

Autotask is a feature rich PSA for the manage services business. The dashboard feature is extremely convenient to help in finding information easily. There are a lot of automation capabilities within the product.

Nachteile:

It can be a little bit clicky as far as driving into menus to get to desired pieces of information. Once you understand how the system works, it does become easier to implement and change. I would invest resources and time into understanding how it’s all put together, so you can take full advantage of the features. I also highly recommend using their consulting services to onboard this product. It’s too big of an investment to wing it.

Autotask Tops CW and other Ticket Systems

Kommentare: Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through.

Vorteile:

Autotask is highly customizable and sorts everything into queues easily. AT tracks more aspects of the business than other ticketing platforms I've used.

Nachteile:

Autotask has an intricate back-end with many rules and settings... sometimes the rules can overlap each other and it's not always clear where to find the solution if a taskfire is misfiring or failing.

We use it daily and couldn't live without it!

Kommentare: We run our entire business out of Autotask. It does everything for us as an MSP.

Vorteile:

Autotask is about automation. It makes ticketing and billing processes standardized and automated. It has become our central repository for information. All service related issues, time spent, contracts, hardware, etc goes in there. I tell my team all the time, "If it doesn't exist in Autotask, it didn't happen."

Nachteile:

Autotask support has historically been difficult, but is getting much better. Reporting is very powerful, but also VERY difficult to get your arms wrapped around it. It isn't something you do on a whim. If you have time to spend with it, you'll get good data. If you don't have time to spend, make sure you pay for some Autotask consulting time to help you.

Very easy project scheduler app

Kommentare: Very productive project management app especially, the scheduling and the reporting part

Vorteile:

It avails a very productive and professional dashboard, it organizes huge communications on tickets and projects very easy, it facilitates in-line scheduling for phases and related tasks very easy, it allows customize very productive reports and you can schedule when you need to receive these reports automatically.

Nachteile:

We sometimes face problems with the integration with Autotasks APIs, as sometimes it works and sometimes not.

AutoTask is Absolutely Wonderful Product

Kommentare: You can keep track of open, closed tickets. You can set different categories for your tickets with different priories and urgency. It lets you search by company name, contact or even ticket number. Within the tickets themselves you can create ticket, templates, link computers by name, categories by different issues, hardware, software etc, also the notes section and add attachments is great. I love this site

Vorteile:

This is a multi use site. We manage multiple companies and it organizes it perfectly.

Nachteile:

Sometimes it goes down during maintenance or a glitch, otherwise good

A PSA to handle everything from ticketing to invoicing; Extremely customizable

Kommentare: My overall experience with Autotask PSA, from implementation to daily use, has been very favorable. I would highly recommend this software due to its versatility and ability to be customized. Our company was not taking full advantage of all modules (contracts and invoicing, specifically), which was detrimental to our overall efficiency. My recommendation would be that anyone considering this software look to implement all facets of the software for the best result.
Autotask PSA has an extensive FAQ library, webinars (live and recorded) and tutorials for new Administrators and users. Customer support was also very helpful when we had specific questions or issues, and there is a handy scheduling feature for technical support chats.

Vorteile:

Autotask PSA is an extremely customizable tool. Different departments can have customized ticket categories, including Issue Types, priorities, resources, ticket status, due dates, workflows and notifications (and more) to fire off based on the rules associated with each category. The updates to the software in the last 18 months have improved the user experience. For example, when viewing a ticket, all pertinent information is available on the screen, from the ticket details to the activity history and even the company and contact information. It is simple to add "User Defined Fields" which are custom fields specific to your company or industry that you can add to Companies, Tickets, Contracts and more. There are several different 'modules' that are all included in the PSA license (no add on fees to take advantage of them). These include contract details, tracking sales leads and opportunities, generating invoices and syncing with Quickbooks and other financial software. The reporting module has a myriad of popular reports available with the option to customize each. Advanced reporting users can also create their own reports from any of the available data entry fields, including User Defined Fields. Timesheets and Expenses are tracked in this tool, including available vacation and sick time. Time off requests can be approved by authorized users. Users have access to widgets to quickly display data and metrics. Completely integrated with Datto/Autotask RMM tool.

Nachteile:

There is a large learning curve when implementing this software. It is a common mistake to create a lot of customization (UDFs and workflows) because the Administrator is not familiar with the modules or the best practices of the software. Creating custom reports can be very cumbersome due to the vast number of options and fields available. When creating a new ticket, time entry or activity entry, a new window opens in the browser (which was an annoyance for some team members).

Autotask is great!

Kommentare: Overall, autotask is awesome. I highly recommend to tech teams that need help with customer management and ticket visibility.

Vorteile:

Autotask makes it easy to keep track of customers, contracts, tickets, and all communication to and from a customer. The portals make ticket queues simple to manage.

Nachteile:

I do feel like Autotask could have a bit more automation and integrations. An SMS tool would be nice.

Autotask psa for MSP's

Kommentare: Proffessional services automation and control

Vorteile:

It controls the whole business from tickets to Accounting and getting paid. COntrolling stock, organising engineers, it runs our whole business

Nachteile:

It is quite expensive but i do think that for the benefits we couldnt live without it really (Dont tell AT they might put our prices up)

Just OK

Kommentare: As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it hard to add images.

Vorteile:

It is a mature product. Has many features.

Nachteile:

Hard to use. Has made few improvements over the years. The RMM (owned by same company) integration is basic.

Autotask does a lot of things. Many really well.

Kommentare: Overall, this is a great system for managing a busy tech company, and I recommend it for anyone who bills based on time spent with clients.

Vorteile:

I manage my clients and my team through the PSA. Trouble-tickets are great, the queues are all very versatile and easy to manage. We have automated alerts, calls, and client-submitted tickets and screenshots all populating to an active queue.

Nachteile:

The "Site Configuration" and basic details of each site could be a lot better organized. Right now, if you want to store a bunch of passwords or configuration details of any one site, it can be cumbersome and difficult to find what you need. Similarly, attached pictures or other attachments for the clients can be tough to find.

Needs more focus on documenting

Vorteile:

I really like the interface in Autotask. It is clean and easy to navigate where I need to go. The number of applications that we use that integrate directly with AT helps us to work smarter not harder. Everything from RMM tools to accounting packages all have very solid integrations. The help function is responsive in what it returns on searches and I can usually find something to answer my question quickly.

Nachteile:

Things I dislike include: the low set number of tickets I can have in a search list show at one time, the CRM module is antiquated and unused by us, the project module could be much easier to work in regularly and the mobile app needs to be revamped.

CRM, Time tracking, Support management made easy

Kommentare: We successfully manage most aspects of our MSP business using Autotask. The entire workflow from incoming requests, time tracking, resource management, contract management, ending with an API workflow to our billing system.

Vorteile:

From an MSP perspective, this product functions as a CRM, time tracking/management, contract management, and ticket system. You can manage all aspects of an MSP business here with billing integrations available to close the loop.

Nachteile:

It can be a bit difficult to get started, but this is more of a business process issue as opposed to a product issue. If you have defined your workflow and processes you can translate them easily into this product.

Super Easy to Setup & Use

Kommentare: Has been unique and plesent till now.

Vorteile:

Easy to setup, Usage and best on MSP PSA Solutions and 99% uptime.

Nachteile:

Need more features to be added. Also extend trial period will be useful

Quality platform for the Support Ticket lifecycle.

Vorteile:

The user interface is information rich yet friendly and easy to navigate. It allows wide customization of the widgets and workflows can be setup to automate much of the process. This is a great tool for anyone providing support or managed services.

Nachteile:

The email-to-ticket functionality is limited, and we ended up making our own development to integrate to AT. It is recommended for someone to champion the implementation from the user side, to assist with administration and understand all that there is to learn about Autotask.

Delivers what's needed, but hopefully you're not in a rush

Vorteile:

Autotask is highly customizable and very good for an MSP in terms of ticket management.

Nachteile:

The speed of the ticket loading and some minor bugs with switching Incident type and editing ticket information at the same time keeps this software from really being great. If you're an MSP that routinely handles 30 > calls per tech per shift, you're probably going to be able to find a better ticketing system, or at least one that's a little more snappy for your technicians.

It gets the job done

Kommentare: Out of the box, it has a lot going for it. But the setup time is not short.
It's great for getting quick access to information about your customers, tickets, billings, etc.

Vorteile:

It's industry specific, so it has a lot going for it. We need something that is already designed for our industry so we could hit the ground running.

Nachteile:

It's cumbersome and pricey. The per user price is not cheap. We are starting to outgrow it. We regular have needs to go outside of what the built in limitations are of different modules with no options to expand.

HaarmanB ICT's review

Vorteile:

feautureset, ease of use, automation using Workflow Rules

Nachteile:

WYSIWYG user interface of template building. I use an external HTML-editor to create, modify and preview the HTML code

Powerful PSA Solution

Kommentare: Very Good.

Vorteile:

Centralized business operations management tool which can increase your productivity and profitability.

Nachteile:

Mobile version needs more features to work around.

Poorly implemented

Kommentare: The program is primitive, poorly laid out and definitely not user friendly. The latest upgrade as far as I can tell was a step backwards for efficiency.
I am not sure who codes this program but they have never set foot in a working environment and for something to be useful that is an experience that is a must.

Vorteile:

The concept is sound and the fields are useful.

Nachteile:

The windows are not laid out in an efficient manner.

Alright Autotask PSA

Vorteile:

We use Autotask for our ticketing system. It is overall pretty good with some quirks. Time entries are built into ticket notes so that is helpful.

Nachteile:

To get user privileges correct takes trial and error. Also, most of the time when there is a major update Autotask crashes for a while.